FAQs

In which markets is it possible to shop online?

At the moment you can place your order in Germany (except Heligoland and the town of Büsingen), Austria, Belgium, Denmark, Spain, France (except overseas regions and territories), Greece, Ireland, Italy (except San Marino, Laviano, Campione d´Italia and Lake Lugano), Luxembourg, Monaco, the Netherlands, Romania, Poland, Portugal, United Kingdom (mainland only), Sweden, Switzerland and the USA.

Our customer service is currently available in the following languages: Spanish, English, German, French, Italian, Polish, Dutch and Romanian.

Are the online store prices the same as those in my usual Pull&Bear store?

Yes, but if there are any differences between the prices shown on the site and the price tags of the garments, the correct price will always be that marked on the price tag.

Will we restock the ítems which are ‘sold out’?

If an item is sold out, you can request us to inform you when we restock it. If this item is available before 15 days, you will receive an e-mail with the information. If this item is out of stock, we will remove it from our web.

Will I receive the same product that I see in the photo?

Yes, except in the case of products which are handcrafted in which there may be slight differences in the final product.

Is it possible to receive periodic information via email about Pull&Bear’s latest new products and offers?

Yes. By simply clicking on "NEWSLETTER" you will receive information on Pull&Bear’s latest products, lookbook and events.

Can I cancel my Pull&Bear Newsletter subscription?

You can easily cancel your subscription by clicking on the "NEWSLETTER" menu. Fill in the details and select "SEND".

How do I recover my forgotten password?

If you have forgotten your password, you can recover it in the "YOUR ACCOUNT" section.
You will receive an email with your new password.You will have to submit a new password containing at least eight characters, capital letters, lower case letters and numbers.

How can I be sure that I've made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

Can I know which is the status of my order?

Yes. Click on the "ORDERS" section in "YOUR ACCOUNT" and you will be able to track your order in real time.

Can I remove items from my order?

Yes. You can delete any unwanted items from your shopping bag as long you haven’t processed your order.

Can I cancel my order?

Yes. You can cancel your order from the "ORDERS" menu in your account.

What should I do if I receive a faulty item?

PULLANDBEAR.COM only sells items in perfect conditions so, in the rare event of receiving a faulty item, you can contact our customer service.

What should I do if I receive an incorrect item?

If you were to, accidentally, receive an item that you did not order, please contact our customer service.

Is my personal information treated as confidential?

All the information you share with us is treated in a private and confidential way within the Inditex Group for the development, compliance and fulfilment of
the contract of sale, (purchase and sale contract ) to to meet your demands and provide information about our products. Check all the details in our
Privacy Policy.

How can I contact the Customer Service department?

You can share any queries or comments by calling or by contacting us through our chat service via the following link: .

Payment

What payment method can I use to make my purchase?

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:

- The card may have expired. Check that your card is still valid.

- You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

- You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

Can I include my company’s details on my invoice?

Yes. Simply click on the business option in personal details and fill in the tax information we require.

Can I order Tax-free?

NNo, as Tax Free only applies to products bought in store and which you transport.

Is it safe to use my credit card on the website?

Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions)
are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to
authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

Shipping

Where can I receive my order?

It can be sent to an address selected by you (home, work, etc. - never a PO Box) or to the Pull&Bear store of your choice.

Can the delivery market be different from the purchase market?

No. The delivery market must always be the same market in which the purchase was made.

How long will my order take to arrive?

How much do I pay for delivery service?

Can I know which is the status of my order?

Yes. Click on the orders section in "YOUR ACCOUNT" and you will be able to track your order in real time.

What is the home delivery process?

If you have chosen home delivery, we will send you an email confirming that your items have been dispatched (when your order leaves the warehouse),
another with the tracking number (with a link to the courier's web page) and finally the courier will send you a text message or email to inform you of
your delivery.

Returns

WHAT ARE THE TYPES OF RETURN?

In-store returns

Take your order and purchase receipt in electronic or paper format to any Pull&Bear store in the same market where you made your purchase.

The easiest way to return an item purchased online is to take it to a store in the same market and show your passport and purchase receipt.

The easiest way to return an item is to take it to a store in the same market and show your purchase receipt.

Postal returns

Bring the items you wish to return to your closest drop point and show the QR code that we’ll send you by email once you’ve requested the return on your phone.

Take the item(s) you wish to return to your nearest drop point with the invoice, the return form with your passport details and a copy of your passport inside the package.

Home returns

A courier will pick up the items you want to return from your chosen address.

Only in-store: Take the items you want to return, and the electronic or paper receipt, to any Pull&Bear store in the same market where you made your purchase.

HOW CAN I MAKE A RETURN IF I SHOPPED ONLINE AND PAID IN-STORE (COD)?

Only in-store: Take the items you want to return, and the electronic or paper receipt, to any Pull&Bear store in the same market where you made your purchase.

WHAT HAPPENS IF I RETURN A PRODUCT PURCHASED ON PULLANDBEAR.COM WITH A PULL&BEAR GIFT CARD?

The refund will increase the available balance on your gift card should the card exist at the time of the return. If for some reason it does not exist, the reimbursement will be made via a Pull&Bear voucher.

CAN I RETURN A PHYSICAL GIFT CARD OR A VIRTUAL GIFT CARD PURCHASED ONLINE?

Unused gift cards may be returned to the brand from which they were purchased within 30 calendar days from the date of purchase in the case of a physical gift card, or from the shipping confirmation date in the case of an e-gift card.

If you make the return via PULLANDBEAR.COM, you do not have to send us the actual gift card. We will automatically cancel the gift card and you may destroy it.

HOW LONG DO I HAVE TO MAKE RETURNS?

The deadline for all returns is 30 calendar days from the delivery date.

DO I HAVE TO PAY FOR RETURNS?

Yes. The price of the return varies depending on your market and will be deducted from your refund. More info here.

No, returns at PULLANDBEAR.COM are always free as long as they are requested through the means provided by Pull&Bear.

HOW WILL MY MONEY BE REFUNDED?

Once the return has been approved, you will receive the amount in the same method you used to make the purchase. Be aware that if you request a gift when placing the order, the reimbursement will be made through a voucher that you will receive along with the return slip.

WHEN WILL I RECEIVE THE REFUND FOR MY RETURN?

After the return is approved (items must be in perfect condition and have their inside labels), you will receive a confirmation email indicating that the amount will be reimbursed to your account within a few days.

Remember that the time needed for your account to be reimbursed always depends on your bank.

WHAT SHOULD I DO IF THE RETURN AMOUNT IS INCORRECT?

Contact our Customer Service department and we will resolve the problem as soon as possible.

PULLANDBEAR.COM reserves the right to refuse returns requested or sent outside the set deadline, or for items that are not in the same condition in which they were received

DO YOU REFUND THE SHIPPING COSTS IF I RETURN ALL THE ITEMS IN AN ORDER?

If you return an entire order within 14 days of purchase we will reimburse you the shipping costs for a standard order.

Exchanges

Can I exchange my products?

Yes. You have 2 options:

1. You can exchange it in our physical stores:

· For a different SIZE or COLOR, as long as it has the same cost, without the need of an additional payment and as long as they are in perfect conditions and we have available stock in store.

· FOR A DIFFERENT ITEM, we will refund its cost through PULLANDBEAR.COM and you will be able to make a new purchase in store.

2. From your home, if you request a return and then place a new order online.

How long do I have to make an exchange?

Exchanges must be made within 30 days from the delivery date.

Can I exchange my items at any Pull&Bear store?

Yes, as long as it is in the same market in which the purchase was made and has the section to which the product belongs (woman and/or man).

Technology

Which internet browsers should I use to view the Pull&Bear web page correctly?